Frequently Asked Questions
What is your return and exchange policy?
At this time, all sales are final and we are not able to support returns or exchanges.
What happens if my candle arrives broken or damaged?
We carefully inspect and hand pack each and every one of our candles to ensure a safe journey to you. However, if a candle is damaged during shipping we will happily replace it. Please contact us via email at atelierlours@gmail.com within 3 days of receiving the package with photographic evidence of the damage.
What if my package is lost in transit?
When your order is placed, you will receive a confirmation email for order fulfillment along with all relevant shipping and tracking information. It will be your responsibility to track your package. We can not be responsible for missing or lost packages once they have shipped.
What if I put the wrong shipping address?
Once you submit an order, we cannot guarantee address changes for shipping destinations. Please make sure to double check your shipping address before completing your purchase, and also review your order confirmation email.
Where do you ship to?
We are currently only able to ship within the continental US, as well as Hawaii.
Do you ship internationally?
We are not able to ship internally at the moment, but it's something we will be working on!
Do you have free shipping?
Yes! Any order that exceeds $100 will receive free shipping, which will be automatically applied at check out.
How long is my candle good for?
Candles can, in fact, expire so we recommend using your candle within 12-16 months. If you wait longer than that, it can have a number of negative impacts on the way your candle looks and burns, e.g. discoloration, sweating, uneven melting.
What ingredients do you use?
We're very conscious of the ingredients that we put in our candles, as our products go in people's homes. We're happy to say that our candles are made with vegan coconut-soy blend wax; natural and synthetic fragrance oils that are pthlate-free, paraben-free, toxin-free, carcinogen-free, and cruelty-free; and braided cotton wicks that are free from lead and zinc.
If your candles are "clean", why do they still produce soot?
Because it is virtually impossible to burn candles in the perfect conditions where they do not produce soot. If you take proper care of the candle by keeping the wicks trimmed to 1/4" before each light and placing the candle away from drafty areas while it is in use, it should produce minimal soot. We use coconut-soy wax so any soot that is released is free of petro-carbon.
Do you provide samples?
We don't provide samples at the moment, but we're working on it!
Do you do wholesale?
If you are interested in wholesaling our product, please reach out to us at atelierlours@gmail.com and we can continue the conversation there.